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Are you passionate about improving the quality of customer experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Company’s Selling Partner experience?
The Selling Partner Support (SPS) organization in Company provides world-class support to our global Selling Partners, and is looking for a Senior Program Manager in Change Program Management (CPM). The CPM team is responsible for ensuring that Company Selling Partners and Associates are ready for any change we make at Company. We focus on delivering high-quality change, and view every change as a Trustbusting or Loyalty-Building experience. Changes are in the form of new or existing features/programs/policies initiated by business and technical teams in Company.
As a Program Leader in SPS, you will be the primary interface between Company’s lines of business and Company’s Selling Partners to enable change. In this high-profile role, you will collaborate with numerous operational, training, product, and software development teams both inside and outside Selling Partner Support to identify, define and specify solutions that create the conditions for Selling Partners’ success and satisfaction. You will build collaborative relationships with these partners, working closely to identify and resolve defects to create and execute quality change. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis, and you will prepare and execute regular program updates to senior management.
The ideal candidate for this role will be able to:
Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes and quality experiences.
Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for Selling Partner experience improvements.
Plan and manage multiple parallel projects.
Maximize resource utilization for the greater good of the organization.
Create, maintain and disseminate project information to stakeholders and senior management.
Remain flexible to changing priorities, open to new ideas and have Selling Partner quality as the top focus.
Be a visible and vocal role model across the wider business for Company’s customer-centric culture, championing Selling Partner needs and using data and technology to anticipate and exceed them.
5+ years project/program management is required
5+ years of experience leading project delivery for large, cross-functional projects
Experience in Support Operations (Contact Center)
Experience using problem solving and analytical skills to solve business problems and drive process improvements
Excellent verbal and writing skills for non-technical and technical audiences
Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion
Ability to work effectively with tight deadlines in a fast-paced environment
Attention to detail and proven ability to manage multiple, competing priorities simultaneously
Demonstrated ability to work in ambiguous situations and across organizational boundaries
An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes
Belief in the value of participating in and contributing to a collaborative team environment
Six Sigma, Kaizen, Agile, or other Process Improvement methodologies
Experience in external user/customer/partner experience design, Internet products and technologies
PMP or similar certification
Experience with CRM and other contact management support tools
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